Building Better Managers – Details, episodes & analysis

In this episode of Building Better Managers, produced by New Level Work, we explore one of the most underrated yet high-impact tools in a manager's toolkit: the one-on-one meeting.

While many treat one-on-ones as routine check-ins or status updates, top-performing managers know they're so much more. When done right, one-on-ones are a strategic space to build trust, drive clarity, and accelerate development.

We'll share practical strategies, mindset shifts, and real-world examples to help you turn your next one-on-one into a moment of meaningful connection and growth.

• Why so many managers misuse or underuse one-on-ones

• The mindset shift from task-focused to person-focused

• Simple structures for high-impact conversations

• What great managers do to build trust, clarity, and accountability

• Mistakes to avoid (and what to do instead)

For coaching programs, leadership training, or AI-enhanced tools to support your managers, visit newlevelwork.com

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In this episode of Building Better Managers, produced by New Level Work, we dive into one of the most underestimated leadership superpowers: listening.

At a time when hybrid work, constant pings, and AI overload are stealing our attention, truly listening—with focus, curiosity, and empathy—has become a lost art. But it doesn't have to be.

We explore the key techniques and mindset shifts from New Level Work's "Listening Skills Enhanced" training to help managers lead with greater clarity, compassion, and confidence. Whether you're heading into a tough 1:1, navigating team conflict, or just want to create more trust, this episode gives you the tools to transform the way you listen—and lead.

Key Takeaways

• Listening is an active leadership skill—not a passive one.

• The way you listen shapes your team's culture and performance.

• Don't multitask—your attention is your most valuable currency.

• Curiosity and silence are powerful tools for deeper understanding.

• Better listening improves decision-making and strengthens trust.

Learn More:

For leadership coaching, development programs, or AI-enhanced learning tools to support your managers, visit newlevelwork.com.

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In this episode, host Wendy Hanson talks with the customer success team at Better Manager, discussing their roles, the importance of customer success, and the collaborative culture they foster. The conversation highlights the team's commitment to helping clients thrive at work, the lessons learned in their journey, and their vision for the future of customer success.

Key takeaways:

• Customer success is about understanding unique client needs.
• Empathy and emotional intelligence are crucial in customer success roles.
• Building a customer success team requires proactive engagement.
• Feedback loops enhance organizational learning and improvement.
• Creating a collaborative culture fosters trust and transparency.
• Investing in employee development leads to better business outcomes.
• Assuming good intentions improves interpersonal interactions.
• A strong company culture enhances team performance.
• Remote work can still foster strong team connections.
• Customer success teams act as extensions of their clients' teams.

Meet Kate Rath

Kate Rath is a seasoned professional with a diverse background in leadership development, international public health, communications, and the arts. Holding a Master's of Science in International Relations from the London School of Economics, Kate brings a wealth of knowledge and expertise to her role as VP of Customer Success at BetterManager, where she is dedicated to empowering individuals and fostering positive workplace cultures.

Meet Luis Vides

Luis Vides is a highly experienced Customer Success Manager with over 12 years of expertise in various industries, including call center BPO, real estate, outsourcing, and leadership development. With a well-rounded skill set and a commitment to driving growth and delivering exceptional results, Luis brings a passionate and customer-centric approach to his role at BetterManager. His diverse background as a corporate trainer, senior trainer, training manager, recruiting manager, property manager, account manager, solutions architect, and customer success manager allows him to provide valuable insights and support to clients, helping them thrive in their work environments.

Meet Rafael Tinoco

Rafael Tinoco Hernandez is a dedicated and driven professional with a genuine passion for driving customer success. With a background in business and finance, Rafael has made significant contributions as a Key Account Manager and Customer Success Manager in multiple startup ventures. Leveraging his skills and experience, Rafael actively works towards the success and advancement of organizations. His collaborative nature and strong problem-solving abilities enable him to build meaningful relationships with clients and deliver exceptional results. With a focus on creating positive workplace cultures, Rafael strives to empower managers and inspire transformation in work environments.

Follow Kate, Luis & Rafael:

• Kate LinkedIn: https://www.linkedin.com/in/kate-rath-5b6a2243/
• Luis LinkedIn: https://www.linkedin.com/in/levides/
• Rafael LinkedIn: https://www.linkedin.com/in/rafael-tinoco-hernandez/

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For more information, please visit the New Level Work website. https://www.newlevelwork.com/category/podcast

© 2019 - 2025 New Level Work

Charlie Bailes, VP of HR at ABC Fine Wine & Spirits, joins us to look at the advantages of a multi-generational, family-owned business. Topics include workplace culture, hiring & retention, leadership development, and long-term vs short-term priorities.

Visit: BetterManager for show notes and available downloads. https://www.bettermanager.us/podcast

© 2021 BetterManager

Karin Reed, bestselling author of "Your On-Camera Coach," joins us to show you how to put your best foot forward in all your remote meetings & Town Halls with Executives. You'll get her best tips to produce better looking, more effective virtual meetings.

You'll learn new ways to use your webcam and set up a seamless experience.

Visit: BetterManager for show notes and available downloads. https://www.bettermanager.us/podcast

© 2021 BetterManager

Michelle Redfern joins us this week to talk about diversity, how it builds the capacities of an organization, and the things that managers & leaders can do to increase the success of their organization by utilizing and celebrating women & diversity.

Visit: BetterManager for show notes and available downloads. https://www.bettermanager.us/podcast

© 2021 BetterManager

This week, author & educator Robin Hills joins us to discuss how to apply Emotional Intelligence principles to strategically navigate emotions. Acquiring this skill is often the difference maker between great leaders and simply competent administrators.

Visit: BetterManager for show notes and available downloads. https://www.bettermanager.us/podcast

© 2021 BetterManager

Facing challenging times, leaders and managers must watch for the signs of burnout - for themselves and for their teams. Today's guest, Janice Litvin, is on a mission to Banish Burnout from the inside out and create healthy, happy, productive workplaces.

Visit: BetterManager for show notes and available downloads. https://www.bettermanager.us/podcast

© 2020 BetterManager

Susan Colantuono, known for her TED talk "The Career Advice You Probably Didn't Get," shares the challenges in getting more women into positions of leadership, and how to build the business, strategic and financial skills to help you reach your goals.

Visit: BetterManager for show notes and available downloads. https://www.bettermanager.us/podcast

© 2020 BetterManager

Modern leadership embraces effective diverse & inclusive strategies. Our guest, Melony Gibson, has great advice for what leaders need to be doing right now, including hiring & recruitment ideas, succession planning & the ROI of successful implementation.

Visit: BetterManager for show notes and available downloads. https://www.bettermanager.us/podcast

© 2020 BetterManager